MANAGED SERVICES OPERATIONS
Increasing IP Infrastructure Complexity Requires Greater Need for Services
Data Center
B2B Links
Branch Offices
Distribution
Extranet
Partners
Field Organizations
RemoteEnvironments
MessageBroker
LegacyApps
Security
B2B Gateway
BAM
Transformation
EDITelephony
BusinessIntelligence
BusinessRules
MobileServices
Event Capture
RFID
ComplianceLogging
DatabaseLookup
Load Balancing
Custom Protocol
EAI
Web Service
Adapters
SOA
Standards
Compression
ESB
J2EE
.Net
ASP
MQSeriesMORE
INTERACTION
MOREAPPLICATIONS
MORE LAYERS, COMPONENTS
MORE EXPENSE
Managed LAN/WAN
Operations
Managed Security Operations
Managed Voice Operations
Area Coverage
Managed Voice/Security
Managed LAN
Managed WAN
Zone 2 Zone 3Zone 1
WAN
Managed Voice/Security
Managed LAN
Managed WAN
Zone 2Zone 3 Zone 1
Caring your Network over VPN
WANVPN Cloud
Support ModelTrouble-Ticketing
Management
On-Line & On-Site Support
24x7x365 Service Desk
IncidentManagement Problem Management
Change Management
Configuration Management(Coming Soon)
Release Management
Inventory Management
Vendor Management(Warra
nty, RMA, TAC support)
Features FocusedNetwork Monitoring
TCP/UDP PortSMTPPOP3IMAPHTTP(S)FTPSSHDNSDHCPSNMPICMPBandwidthPort State
OS MonitoringWindowsLinuxUnix
Hardware MonitoringRoutersSwitchesFirewallsServersEnvironmental DevicesGeneric Network Elements
ReportingSLA availability reportsAlert and notification historyTrending reportsPerformance graphs
NotificationsEmailCustom script
Features Focused
ExtendableHundreds of community-developed add-ons and scripts extend native capabilities
MAP ViewsCustom graphical map views using Nagvis Add-on
MoreMulti-tenant/multi-user capabilitiesService and Host DependencyNotification escalationsScheduled downtimeAcknowledge problems onlineOpen Source API for Third-Party Integration
Flexible Offerings
Customized Ticketing System
Flexible SLAs according Business and Budget
Monthly Fixed and Time Material Rates
Proactive Fault Monitoring and Alerts
Daily, Weekly and Monthly Reports
Service Managers for Dedicated Accounts
Reports and Alerts
Severity
Level 1
•Definition: A Problem that criticality impacts customer’s ability to do business.
•Example: A system or major application is totally down
Severity
Level 2
•Definition: A function of the system, network or product is impacted which impedes the customer from meeting daily production deliverables
•Example: A peripheral (tape drive), Server Hard disk is down but business can be conducted etc.
Severity
Level 3
•Definition: A minor problem is one that negligibly impacts customer’s ability to do business.
•Example: One of customer’s 100 IPT’s is responding slow..
Problem Severity Levels
Escalation Level ‘1’
Escalation Level ‘2’
Escalation Level ‘3’
5 minutes
30 minutes
1 hour
Severity Level 1
Escalation Level ‘1’
Escalation Level ‘2’
Escalation Level ‘3’
15 minutes
2 hours 6 hours
Severity Level 2
Escalation Level ‘1’
Escalation Level ‘2’
Escalation Level ‘3’
30 minutes
12 hrs 1 day
Severity Level 3
Service Level Agreement
Economical Support
Managed Support @ rate which you can afford
Minimum Contract is for $5000
Not more than 10% of equipment value
IP Phones/terminal devices are inclusive – free of
cost
Offering of Time and Material On Site Services
No hidden charges
Thank you !!!
Managing with Intelligence